Email campaigns in Planhat are a versatile way of driving automated communication with your endusers (like in an email automation tool), but with the added benefit of:

  • Having all your customer data to conditionally guide the journey (eg, trying to get a user to log in for the first time, and then exiting the email sequence when they've logged in)

  • A combination of emails and tasks in one workflow (eg, if you have an automated email sequence that fails, you want to escalate a task to the CSM)

You can learn how to set up an enduser workflow here.

But now that you've created one - how does the email sequence execute? Below you'll find an explanation on where you can find scheduled emails, how you can edit/pause/approve, and what happens when they get sent.


1. When Campaign/Playbook is created

When the playbook is applied to an enduser, either manually or by some automated logic (eg, "when enduser logs in for the first time"), then all emails are drafted. This means two things:

  1. In playbook view: they show as a grey email icon, indicating they are "Scheduled". If they require manual approval, they have a red text indicating so in addition

  2. In Conversations overview: they appear in the "Scheduled" folder, or in the "Waiting for Approval" folder if requiring manual approval

In-playbook view

The "Scheduled" folder


2. Working with the scheduled Emails

When you have an active campaign running, eg with a Decision-Maker at your Enterprise customer, then you want to keep track of what emails have been sent, potentially edit them, postpone them, etc.

From both the playbook view and the conversation folders, you have the ability to:

  • Approve emails that need approval (right-click an email step to do so)

  • Pause emails that you might want to send later (this moves a Scheduled email into the Waiting for Approval folder)

  • Stop the email from sending (either by right-clicking the email step > "Don't send" or by pressing the trashbin in the Scheduled folder)

    • This will permanently delete the email draft and set the step to "Marked don't send", so will only be found in the playbook overview

    • However, you can choose to re-schedule the email from the playbooks view by pressing into the step and updating/editing

  • Edit the email draft by pressing the pen-icon, which will open the email editor dialogue where you can change both timing of sendout and the content (remember that this dialogue autosaves edits)

When emails are scheduled, they are not counted towards the playbook completion rate. But when either Sent out, or "Stopped", they count as completed and will contribute to the stats.

Emails, just like tasks, that are not yet activated because they haven't met conditions (like "if enduser logs in") behave just as normal and are considered pending. In these cases, the email draft hasn't been created yet so is not found in "Scheduled" or is editable. Similarly, when a condition has been met and the email draft has been created, the fact that the condition is not met anymore won't affect the email - logic being that "conditions" are for activations, not permanent conditions.

However, if you have an automated exit criteria on the playbook which archives based on some rule, and that criteria is met, then all the email drafts will be deleted and the playbook is archived. So for example:

  • You have an email sequence trying to get users to log in for the first time --> when they actually log-in, you want to exit the campaign (to not keep sending them reminders to login)

  • You ask customers to pay overdue invoices

  • You have a sequence where you want to terminate the automated sequence whenever they actually reply to an email, because you will now follow up manually


3. When scheduled Emails are sent

When an email meets all criteria to be sent, ie:

  • It's been approved

  • The time of scheduled has passed

  • No exit criteria have archived the entire workflow/playbook

At time of send, Planhat goes back to the original emailTemplate and checks whether the enduser email has changed and updates accordingly.

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